Captions and subtitles not working on the nest home YouTube app

[Jackschack]

Had been working when I got it and just disappeared about 3 months ago

[Muddi]

Hey Jackschack,

Thanks for visiting the community.

My apologies for the late response here. I know how it feels when your Google Nest Hub is not working the way it should. A few questions: which specific Google Nest Hub do you have (1st gen, 2nd gen, or Hub Max)? Is it happening to all YouTube videos? Do you have the same issue when watching videos from the YouTube app?

Please make sure that captions are enabled to see subtitles on video. Follow the steps below to know-how:

1. Go to the bottom right of  the video player.
2. To turn on Captions, click .
3. To turn off captions, click again. 

Hope this helps.

Cheers,

Muddi

[Muddi]

Hey Jackschack,

Checking in to see if the troubleshooting steps shared help? 

Cheers,

Muddi

[Jackschack]

I do not have that button in the player. Attached images

 

 

[Muddi]

Hey Jackschack,

Thanks for trying. To confirm, do you have the same issue when playing video on YouTube app on your phone?

Cheers,

Muddi

[Princesss]

Hey Jackschack,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[Muddi]

Hey Jackschack,

Just bumping in to make sure that you've seen our responses. I'll be locking this thread if we won't hear back from you again in 24 hrs. Feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

Muddi

[Jackschack]

No issues when playing on my phone or any other device I have

[Muddi]

Hey Jackschack,

Please try these commands: "Hey Google, turn on subtitles" or "Turn on captions."

Let me know how it goes.

Cheers,

Muddi

[Jackschack]

I tried it. It just says that the language is not available for this program 

[Azarco]

Hey Jackschack,

Thanks for letting us know. What country are you located in? Also, what language is set on your Google Home and Google Assistant app? Have you tried resetting your Google Nest Hub?

Best,

Alex

[Azarco]

Hey Jackschack,

How's it going with your Nest Hub? Did resetting your device help?

Thanks,

Alex

[Azarco]

Hey Jackschack,

We haven’t heard any updates from you. I’ll go ahead and lock this thread in 24 hours. If you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Cheers,

Alex

[Jackschack]

Hi,

I just tried resetting the device and it's the same, YouTube does not have subtitles.

Device settings show country code as AU and language English (Australia)

[Azarco]

Hi Jackschack,

Thanks for checking. What's the cast firmware and software version of your Nest Hub? Here's how to check the information:

1. Open the Google Home app.
2. Tap and hold the device.
3. Select Settings > Device information.
4. Under Technical information, find Cast firmware: X.XXX.XXXXX. If the device is on Fuchsia, check for System firmware version: X.XXXXXXXX.X.XXXXXXX.

Best,

Alex

[Jackschack]

System firmware version: 6.20211109.1.3166240

Cast firmware: 1.60.305621

[Muddi]

Hi Jackschack,

We appreciate your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.
 

Cheers,

Muddi

[Muddi]

Hey Jackschack,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

Cheers,

Muddi